Delivery model
Access is provisioned after approved order form, invoice, and review materials are complete.
Last updated April 28, 2026
Refund, Cancellation, and Delivery Policy
Delivery and billing terms for approved AIP Protocol onboarding, campaign setup, integration support, and managed platform services.
Refund review
Requests are reviewed within 5 business days for duplicate billing, billing error, or platform provisioning issues.
Cancellation
Customers can request cancellation through support, with obligations governed by the approved commercial terms.
Digital Delivery
After approval and payment, customers receive onboarding instructions by email within 2 business days and access to the agreed integration, reporting, testing, and campaign review services. Campaign review usually takes 3-5 business days after complete materials are received. AIP Protocol is a digital service; no physical goods are shipped, and physical returns do not apply.
Campaign Setup
Campaign setup begins after required business information, campaign materials, destination details, and policy review materials are provided by the customer.
No Auto-Renewal by Default
Unless an order form states otherwise, AIP onboarding and campaign setup services do not automatically renew. Renewal or expansion terms are shown before approval.
Refund Review
Refund requests are reviewed within 5 business days. Approved reasons may include duplicate billing, billing error, service access not being provisioned due to a platform issue, or a payment collected before an order was approved. If scope review is not approved, AIP will not collect payment or will refund any mistaken payment to the original method where supported.
Billing Disputes
If a customer believes a charge is incorrect, unauthorized, duplicated, or inconsistent with an approved order form, checkout page, Payment Link, or invoice, the customer should contact support@aiphub.io within 10 business days. AIP will investigate and respond within 5 business days, and any approved correction or refund will be processed to the original payment method where supported.
Delivered Services
Fees are generally non-refundable once onboarding, review, integration support, reporting setup, or campaign activation work has started, except where required by the applicable agreement.
Cancellation
Customers may request cancellation by contacting support@aiphub.io or +60 12-520 7313. Any remaining obligations depend on the approved order form, invoice, or written agreement.
Billing Contact
For billing, dispute, cancellation, or refund requests, contact support@aiphub.io or +60 12-520 7313. Company: MOONPLAY SDN. BHD. Registration number 202501044763 (1646171-W). Address: 01 BLOCK D PUSAT KOMERSIAL PELANGI JALAN SRI PELANGI 4 TAMAN PELANGI 80400 JOHOR BAHRU JOHOR.